CXC Insider: Monthly Meeting Highlights & Slack Scoop!

Happy Monday CXCers! 💙

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Highlights from our CXC Monthly Meeting

Folks stressed how crucial it is to get what customers want and keep stakeholders happy. They talked about the struggles of getting everyone on the same page, including leadership. They also shared cool ways to renew deals and why having a mentorship setup at work is important, especially for fresh faces in the corporate scene. Here are some key highlights:

1. Engage in Discovery at the Beginning of Business Reviews:

   • It is essential to initiate discovery processes at the start of business reviews to understand client needs and expectations.

2. Challenges with Beta Product Duration and Regulatory Changes:

   • Zohar discussed concerns regarding the duration of beta product offerings, while Marcin highlighted the impact of changing laws and regulations on business operations, particularly in driving diversity efforts.

3. Streamlining CX Operations and Hiring Implementation Personnel:

   • Virginia Bloomk shared insights into restructuring customer experience operations, emphasizing the need to split verticals and hire implementation personnel to enhance service delivery.

4. Navigating Customer Feedback and Stakeholder Alignment:

   • Challenges often arise in managing customer feedback and aligning stakeholder expectations, particularly when clients are unsure of their goals or when different stakeholders have conflicting priorities.

5. Importance of Providing Value and Enhancing Executive Engagement:

   • Providing value to clients before requesting engagement is crucial, as well as considering strategies to improve executive buy-in through more robust end-of-year business reviews and value-added offerings.

RSVP to join our next Monthly Digital Meetup here

Join us on TuesdayJune 4th! This hour-long session is an exciting opportunity to connect with fellow CXC members, share experiences, and gain valuable insights. Whether you're new or a seasoned member, this meetup is the perfect platform to engage with the community.

This Week on Slack…

In case you missed it: CXC migrated from WhatsApp to Slack! Join using this magic link.

This week, Megan and Virginia chatted “reservations CXC folks may have related to quarterly business reviews”. They shared a few insights, and we captured them for you here! 😉 

• Challenges:

  • Pinpointing goals and needs for individual clients, particularly in industries like insurance where annual reviews are common.

  • Difficulty in engaging clients in BRs or Executive reviews.

• Tips:

  • Consider conducting reviews based on database research to identify clients who would benefit from them rather than strictly on an annual basis.

  • Edit BR decks and wording to enhance client perception of value.

  • Start with Success Plan meetings before formal BRs to better understand client goals.

  • Align BR frequency with client needs to prevent burnout among Customer Success Managers (CSMs).

  • Executives typically prefer joining BRs once a year, potentially in Q4 with day-to-day contacts and in Q1 with executives.

CXC Community Management Team